Keywords
Personalized service Presidential Hotel Food and Beverage Department Survey
Hotel personalized service connotation
Personalized service that Personal Service, that is, the guest
needs as the center of the guests to meet the guests on the basis of the original needs of the guests' personality characteristics and special needs, take the initiative to actively provide special services to guests, it is the guests
To provide special services to guests, it is to provide special services to guests. Provide special services, is the guest to take "tailor-made" customized for his services, this difference in personal characteristics of the service can make the guests to receive services to produce a sense of pride, a sense of satisfaction, thus leaving a deep impression and win the customer's turnover rate.
Importance of personalized service
1. To meet the customer's individual needs, to create their own unique service brand customer demand is the starting point of the hotel's business activities and the destination. Customer needs are diverse, customer preferences and requirements are often different from the provisions of the hotel. In this case, the service staff is required to appropriate deviation from the standard operating procedures, according to the specific requirements of customers, the flexibility to provide special services.
2. Find new opportunities to seize new markets where there is demand, where there are opportunities. Customer demand is the source of wealth of the hotel. Customers' needs are constantly evolving, hotel operators should continue to study customer demand according to customer demand to improve and adjust the hotel products and services, create new profit opportunities, but also in the fierce market to seize more market share.
3. Establish a good corporate image, win in the competition anxious guests of the urgent, timely and accurate, to provide special services, often become a good image of the hotel, the opportunity to establish. Just the right personalized service can make customers really feel the hotel's care, appreciate the hotel to customer interests, so that the friendly, thoughtful image of the hotel so that customers remember.
4. In the industry to achieve personalized catering services, services and customers to establish a special relationship, the formation of customers to the hotel, the sense of loyalty, and the use of good word of mouth continue to recruit new guests for the hotel in order to achieve a competitive advantage.
Three, the president of the hotel catering department of the current situation and problems
1. The hotel's norms are not clear, it will make the personalized service becomes misplaced, resulting in mistakes.
2. The hotel lacks of personalized service needed to collect and organize guest information and effective circulation. Room attendants if unintentionally found in the work of the guest, people's personality traits, can let the relevant departments of the hotel to know, and recorded to the file?3. In the service training and management, there are still "five light and five heavy" phenomenon, resulting in personalized service,
There are still "five light and five heavy "phenomenon, resulting in personalized service level is not easy to improve. That is: heavy should know, heavy rote memorization, heavy standards and norms procedures, heavy short-term should be seasonal to go through the motions, heavy recognition on the list of rewards; light should be able to, light on the actual operation, light on the characteristics of the personality to play, light on the long term practice of internal work to lay the foundation, light analysis and summary of the promotion.
4. Hotel staff lack of personalized service mechanism, content, form, features and standardization, standardized service and the interrelationship between the difference in the understanding of the service guide on the more clear rules and regulations, the individuality of the characteristics of the play less.
5. Service management, often high requirements for the waiter, management, personnel requirements are low, that the service is purely a waiter's business, do not understand the management is a higher level of service. Only optimize the management of quality service. Not good at in-depth service practice, to find good practices to summarize and promote the formation of experience and brand.
6. A lot of waiters in the service practice of innovation,